ITIL 4 Specialist Create Deliver and Support Dumps (V9.02) Are the Most Current Version with 73 Q&As: Ensuring Your Success on the First Attempt

1. During a service design workshop, a development team come up with lots of different possible design solutions, and then analyze these to select one of them to proceed with.

What ‘design thinking’ activity is this an example of?

2. A popular social media app is part of a complex network of systems. Most changes to the service are successful, except for those made by a development team that has many failed changes.

Which is the BEST approach to reduce the number of failures?

3. A service operations team monitors a critical service. They receive thousands of events every day and operators are trained, so they know which events require a response. Sometimes they miss an important event and this causes service level targets to be breached.

What is the BEST approach to resolve this issue?

4. An organization is moving from a process-based approach to a value-stream based approach for managing user issues.

Which of these activities should the organization do FIRST?

5. An organization has many team members who work independently and spend time on the work which interests them the most.

Which recommendation is MOST applicable to this situation?

6. Which concept focuses on understanding the different levels within systems and ensuring that multiple systems are aligned and unified when designing services?

7. Which statement about collaboration is CORRECT?

8.

When verifying that an incident has been resolved, which is an example of value as perceived by a user?

9. A user has logged an incident saying that transactions via the company website are very slow. The service desk team does not have the skills needed to investigate this. There are many different teams that this could be escalated to, including a web server team, an application team, an infrastructure team, and a performance management team.

Which is the BEST approach for the service desk to use for escalating this incident?

10. An organization has experienced difficulties in providing user support at expected levels. The organization has asked one of its relationship managers and a business analyst to gather information about the types of issues which users and customers are experiencing. The organization would also like to understand the operational issues that support teams are experiencing.

Which practice is most likely to provide this information?

11. Which is an example of results-based measurement and reporting?

12. A service has been in use for a number of years, and is not being developed or updated. Customers are not happy because they think that the applications that support the service are missing important functionality.

Which practice is most likely to identify this issue and initiate improvement actions?

13. Which is often included in an Agile approach to software development?

14. An organization is writing its test strategy in order to define the test levels and test types that are in scope for testing. In the past, the organization has experienced service disruptions after some releases of a particular application. These disruptions were happening because the application caused other applications to generate errors.

Which test level should the organization focus on to address this weakness?

15. A large organization has a centralized service desk, and many different teams that help to resolve incidents and manage service requests. They also use many different suppliers to support these activities.

What is the minimum number of different value streams that they need, in order to manage this work?

16. An organization has found that a significant amount of rework is required, because tickets are escalated from the service desk team to higher tiers of support. This rework causes delays and results in recurring incidents as service desk agents rarely see how incidents are resolved.

Which approach can be used to reduce this rework and its consequences?

17. An organization wishes to acquire a service from a supplier in a different country but with similar working hours.

Which sourcing model should they use?

18. A sales enablement service is being modified to improve the data that is presented to sales staff. This will be delivered as a series of incremental improvements.

Which are the TWO BEST ways to measure these changes?

1. Measure individual changes by the output that they create

2. Measure the overall success of multiple changes by the output that is created

3. Measure individual changes by the outcome that they create

4. Measure the overall success of multiple changes by the outcome that is created

19. An organization experiences delays when creating and changing products and services. This is largely because software developers store code in their individual repositories.

Which approach would help to resolve this situation?

20. An organization is considering how a new service will be supported when it goes live. There are many teams that will contribute to the support of the service.

Which approach should the organization follow when creating a value stream to support the new service?

21. An organization uses value streams to help them deliver consistent services, and they use ‘service integration and management’ to manage many different suppliers.

How does ‘service integration and management’ work with the organization’s value streams?

22. An organization experiences a high level of variation in the demand for its development services. The organization has the capacity to fulfil the overall level of demand but wants to reduce the variation so that it does not have to prioritize work at peak times.

Which action would BEST help the organization influence the demand for its services?

23. What approach can ensure testing happens earlier in the development lifecycle?

24. To stay ahead of its competition, an organization’s leadership team is focused on ensuring that product innovations reach customers quickly. A team is discussing how it can leverage value stream mapping in support of this goal. The team wants to improve the entire end-to-end value stream.

Which improvement is MOST LIKELY to improve the entire value stream?

25. Which is an example of a divisional organizational structure?